Frequently Asked Questions

The City Council has become aware that members of the public are receiving bogus calls from people purporting to be from Westminster's Council Tax department. The bogus callers are advising the Council Tax payer that there has been a reduction in the Council Tax banding of their property and they are due a substantial refund. The bogus caller then asks for credit/debit card or bank account details so the refund can be made. The City Council does not inform Council Tax payers of possible refunds by telephone. If you receive such calls do not provide the caller with any personal details. If you receive a call from someone claiming to be from Westminster Council and have doubts about their legitimacy then ask for their name, department and extension number and call 0845 302 3400 to check their identity. If after this you still think the caller is bogus then please report the matter on the Council's Freephone Fraud Hotline 0800 028 9888.

• How can I tell you that I am moving in or moving out?
• Why am I liable to pay the bill?
• When will I receive my paying in book?
• How can I reduce the amount I have to pay?
• When do i have to pay my council tax?
• I've had a letter from a bailiff, what should I do?
• How can I make a complaint?
• Can I appeal against my property's valuation band?
• How do I appeal against paying council tax or against the level of council tax?
• Are people with disabilities eligible for discounts?
• How can I upload a document to my online form?

How can I tell you that I am moving in or moving out?

If you are an individual living in Westminster you may use your My Westminster account to register a property and up to 6 residents for Council Tax. Click here for more information.  Alternatively you can complete a moving in form and a moving out form to tell us about your change of address.

Why am I liable to pay the bill?

The person placed first on the following list is normally liable to pay the Council Tax bill.

• resident/owner
• resident/tenant
• resident
• owner (if the property is not used as a main residence)

People are jointly liable to pay if they are married, or live together, or if they are joint owners or tenants.

When will I receive my paying in book?

If you pay by cheque or cash a booklet with paying in slips for the instalments due for each financial year commencing April will be sent to you with your bill at the end of March. If you have a liability that starts part way through the year the book will be sent to you shortly after we have registered you as liable to pay. If you lose your book, a replacement is available by phoning the Council Tax office. However, a replacement is not available if your right to pay by instalments has been withdrawn.

How can I reduce the amount I have to pay?

Council Tax Benefit: If you receive Job Seekers Allowance, Income Support or other benefits from the Department of Work and Pensions, or you are on a low income, you may be entitled to benefit that reduces the amount you have to pay.

Find out more about council tax benefit

When do I have to pay my Council Tax?

A. Your Council Tax is normally payable in 10 monthly instalments unless you have opted to pay in a lump sum, quarterly or half yearly. The instalments are usually due on the 1st of the month so payment should be received by that date. If you choose to pay by direct debit you will have a choice of two dates, either the 1st or the 25th of the month. If you pay at the bank or Post Office you should make your payment at least 5 working days before the instalment due date to ensure that it will reach your Council Tax account by that date. If you post your payment you should do so before the instalment due date so that it will be processed and on your account in time. If you send your payment by second class post please allow at least 3 working days before the due date. When making payment at the bank, Post Office, or by post please use the Giro payment slips that have been supplied to you in the payment book.

I've had a letter from a bailiff, what should I do?

If the Council obtains a Liability Order from the Magistrates' Court for unpaid Council Tax, it can collect the debt by using a bailiff.  The Council currently uses two bailiff companies Equita Ltd and Newlyn plc.  If you receive a letter or a visit from the bailiff you can contact them directly to discuss your account:  Equita - 0844 561 8809      Newlyn - 01604 633 001

Read the Council Tax debt recovery policy here.

How can I make a complaint?

The Council has a simple two-stage complaint procedure that can be viewed here.  If you want to make a complaint about the Council Tax service you can either:

Write to: Westminster City Council, PO Box 165, Erith, DA8 9DW

Phone: 0845 3023400

Email: westminster.counciltax1@secure.capita.co.uk

Can I appeal against my property's valuation band?

You may be able to appeal.  For more information, please contact:

Council Tax South, Valuation Office Agency, 2nd floor, 1 Francis Grove, London SW19 4DT

Phone:  03000 501501

 If you appeal against your valuation, you will still have to pay your Council Tax until a decision has been made.

How do I appeal against paying Council Tax or against the level of Council Tax?

You may appeal if you think you should not pay Council Tax, for example, if you are not the resident or owner, or because your property is exempt. You may also appeal if you believe we have made a mistake when we worked out the amount you should pay. If you want to appeal, you must first write to us at the address on the front of your bill. If your appeal is successful, we'll refund any extra Council Tax you have paid. You can get more details about the appeals procedure (including information about Valuation Tribunals) from us. If you appeal against paying , you will still have to pay your Council Tax until a decision is made.

Are people with disabilities eligible for discounts?

We may reduce your Council Tax if you are disabled or someone who lives in your home is disabled and any of the following conditions apply: (a) you have an extra bathroom or kitchen; (b) you provide a room to meet the needs of a disabled person; (c) you provide enough floor space for a wheelchair to be used inside the property by the disabled person. The reduction does not apply to garages or parking facilities. We will award any reduction by working out your Council Tax as if your property were in the next lowest valuation band (for example, we will assess properties in band D as if they were in band C). For properties in band A we will reduce the amount charged. For further details please click here

 How can I upload a document to my online form?

You can:

• scan your proof documents using a scanner connected to your computer, or
• take photos of your proof documents on a camera (at least 2 megapixles) which you can connect to your computer, or
• take photos of your proof documents on a camera phone (at least 2 megapixles) so you can email your photos to your computer

For more upload help click here